General Manager- Consumer Lines (Dubai)

Main Purpose of Job:

To lead, develop and grow Braxtone’s Motor and Consumer Claims business, delivering efficient, scalable and high-quality claims services while expanding relationships with insurers and other business partners across the GCC.

Reporting To: CEO

Job Description

• Lead and grow the Motor and Consumer Claims function, including its business plan, service model and growth strategy.

• Develop business opportunities with insurers, brokers, fleet operators and other relevant partners.

• Oversee the end-to-end delivery of motor and consumer claims services.

• Establish efficient claims processes, service standards, controls and escalation procedures.

• Drive improvements in claims turnaround time, customer experience, cost control and service quality.

• Develop and monitor operational KPIs and service-level performance.

• Build and manage the required claims team and operational resources as the portfolio grows.

• Develop and manage relationships with garages, surveyors, recovery providers and other claims service partners.

• Identify opportunities for automation and digitalization of the claims journey.

• Manage client relationships and ensure contractual and service expectations are achieved.

• Monitor business performance, including claim volumes, revenue, costs, productivity and profitability.

• Work closely with other Claims Division functions and Group companies to identify growth and cross-selling opportunities.

• Ensure compliance with applicable regulatory requirements, client requirements and company policies.

Key Performance Indicators (KPIs)

• Achieve agreed revenue and claims portfolio growth target.

• Secure new insurer portfolios/contracts and expand existing accounts.

• Deliver agreed profitability/margin and manage operating cost effectively.

• Achieve agreed SLA and turnaround-time targets across claims portfolios.

• Improve productivity, claims handling efficiency and cost per claim.

• Implement measurable improvements/automation in the claims journey.

• Team productivity, capability development and performance management.

• Compliance with regulatory, client and internal requirements.